Desktop Support Specialist at Sligo Software Solutions Tallahassee, FL

Required Qualifications

• Configure and install software for IT user desktops and laptops.
• Perform software installations and rollout of new software packages, upgrades, and new desktop hardware.
• Maintain desktop software and hardware.
• Support the mobile workforce.
• Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based Local Area Network (LAN) systems.
• Troubleshoot problems using scripts and checklists as guides.
• Escalate to Tier 3 support technical support.
• Documents problems and resolutions.
• Perform end-user training, as required.
• Provide quality customer service.
• Participate in the testing and evaluation of new desktop packages; and
• Implement prototypes to validate technical requirements and vendor specifications.
• Two (2) or more years of experience in the provision of Tier 2 customer support for desktop computers, printers, scanners, etc.
• Experience installing, troubleshooting, and supporting desktop applications and operating systems (OS), including, but not limited to, Windows OS, Office, Outlook, and Internet Explorer; and
• Experience installing and troubleshooting computer hardware and software, including, but not limited to, PCs, printers, and peripherals in both a network and standalone environment.

• Experience supporting computers in a criminal justice environment.
• Experience working in a technical call center environment.
• Experience in Active Directory for account management and password resets.
• Certifications such as CompTIA A+, Network+, or equivalent; and
• Experience documenting solutions in a knowledge base or internal wiki.
• Experience solving computer problems over the phone and troubleshooting PC and peripheral-related problems.
• Knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP).
• Experience with installing and troubleshooting 3270 emulation software.
• Experience installing, diagnosing, and repairing hardware to include, but not limited to, hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (DVD-RW), multimedia kits, and other peripherals.
• Experience using imaging software for deploying desktop PCs.
• Experience providing Voice Over Internet protocol (VoIP) phone support and Virtual Private Network (VPN) client support.
• Experience working for a criminal justice agency.
• Knowledge of IT standards in a criminal justice environment; and
• Experience supporting end users in a criminal justice environment.